Day Concierge - Upper Riverside

The Concierge is a front-line, site-based role responsible for providing a high standard of reception, resident service, access control and day-to-day operational support across Upper Riverside. The Concierge acts as an important first point of contact for residents, visitors, contractors and service partners. The role supports the smooth running of the buildings by maintaining a professional front desk presence, assisting with resident enquiries, managing parcels and deliveries, carrying out routine checks, supporting building safety procedures, and helping to ensure that communal areas, amenity spaces and access arrangements are well managed. The Concierge is expected to always work professionally, communicate clearly, use sound judgement, and contribute positively to the wider team.

Key Responsibilities

• Provide a professional, friendly and helpful service to residents, visitors, contractors and other stakeholders.
• Ensure the reception desk is attended appropriately throughout the shift and that front-of-house standards are maintained.
• Assist residents with general enquiries and day-to-day requests.
• Answer telephone calls and emails politely and professionally.
• Deal with complaints calmly, courteously and in line with site procedures.
• Maintain a clean, tidy and presentable reception area at all times.
• Carry out routine patrols and inspections as required and report any issues identified.
• Keep communal areas tidy, presentable and free from obstruction.
• Check amenity spaces and report any concerns relating to cleanliness, condition, equipment or bookings.
• Support the management of amenity bookings and highlight any duplicate or conflicting bookings.
• Book resident appointments where required, including comfort cooling appointments, and update relevant calendars or systems.
• Report maintenance concerns, defects and building issues promptly to the Duty Manager or relevant team.
• Handle parcels and deliveries in line with site procedures.
• Maintain accurate parcel records and ensure items are stored properly and safely.
• Tidy and organise the parcel hub each morning and throughout the day as needed.
• Manage keys and fobs in line with site procedures.
• Carry out key and fob checks or audits as required.
• Sign contractors and service personnel in and out in line with site procedures.
• Follow all fire safety procedures and site safety requirements.
• Use Microsoft 365 programmes such as Outlook, Word and Excel as part of the role.
• Train or support new concierge team members where required.

Person Specification

• Experience in a customer-facing role, ideally within residential, hospitality, concierge or property management.
• Strong customer service skills and a professional manner.
• Good verbal and written communication skills.
• Able to remain calm under pressure.
• Good organisational skills and attention to detail.
• Able to manage routine tasks reliably and consistently.
• Reliable, punctual and presentable.
• Able to work as part of a team and follow management instructions.

The Concierge plays an important role in the day-to-day operation of Upper Riverside. The role combines front of house service, resident support, parcel management, access control, contractor coordination and building support duties. The Concierge is expected to maintain high standards of customer service, presentation, safety and professionalism at all times, while supporting the wider team in delivering a well-run residential development.